Many hospitals, medical practices and clinics have found that an effective way to set themselves apart and attract and retain patients is through superior service.
Clinical and office staff are often in the best position to give an organization that competitive edge. But to do this they must be well trained, thoroughly professional, and highly motivated.
One area of training that is often lacking for both clinical and non-clinical staff is phone skills. In the new self-training guide, Essential Phone Skills, author Karen Childress identifies key techniques healthcare professionals must master.
Creating a positive impression with out-going voicemail is just one of the skills, which Childress covers. She notes that, "Just as you are busy and not always at your desk, patients and other individuals you deal with are often otherwise engaged and unable to receive your calls."
To be efficient and effective when leaving voicemail messages Childress recommends the following important points:
"Privacy first. Do not leave a message on a patient's voicemail or answering machine that might violate privacy regulations. Check with your supervisor on this issue for specifics that apply within your clinic or hospital.
"Keep it brief. Voicemail messages should be short, precise, and informative. Try to keep your message to less than 30 seconds. Offer your name, the name of your clinic or hospital, your phone number, and extension, and request a return call. If you must leave a more detailed message, begin and end with your name and contact information. This way the last thing the patient, doctor, or lab hears is who you are and how to get in touch.
"Offer call-back tips. State the best time to reach you, and any information or materials the caller should have on-hand.
"Sign off positively. Close with a friendly 'good-bye' or 'thank you.'"
Essential Phone Skills is one of three self-training guides from the Customer Service Group's Healthcare Division. Additional information on each of the guides is available online at http://www.CustomerServiceGroup.com/
